Are you a seasoned leader with a passion for driving innovation and excellence in customer operations? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further than arenaflex, where we empower our employees to share their ideas freely, learn, grow, and thrive in a collaborative and inclusive environment.
At arenaflex, we power and empower how people live, work, and play by connecting them to what brings them joy. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. We come together in crisis and in celebration, lifting our communities and building trust in how we show up, everywhere and always. Want in? Join the V Team Life.
**Job Summary:**
We are seeking a highly experienced Senior Director, Customer Operations Support to lead our CS Operations Partner Development team and provide strategic recommendations to Senior Leadership on key business decisions and objectives. As a key member of our leadership team, you will be responsible for executing on the outsource contract strategy, leading project teams, and driving continuous improvement of our global customer service technology ecosystem.
**Key Responsibilities:**
* Lead a team of individuals in the CS Operations Partner Development while providing strategic recommendations to Senior Leadership on key business decisions and objectives
* Collect and analyze data to ensure programs are relevant, effective, and well-received
* Execute on the outsource contract strategy, including market analysis and vendor selection
* Lead a project team in support of the workforce optimization strategy, including new site launches, work movements, and closures
* Manage the invoice team to ensure timely processing and auditing of partner invoices, identifying cost-saving opportunities
* Oversee and manage the outsource contract strategy, including market analysis and vendor selection
* Collaborate with Corporate Security and Verizon Internal Audit on the implementation of best practices and influence or execute the adoption of identified best practices to all partners
* Work with Threat Management and Learning Development on proactive Security training and communication awareness
* Present ideas and complex information to various levels, including C-suite, effectively
* Communicate Scale & Impacts of risk items to projects and execute mitigations
* Be accountable for transformational cost savings $5-10M annually via process improvements
* Develop and draft external-facing documentation, ensuring adherence to all relevant legal and compliance standards
* Act as a strategic advisor to the executive team on operational discipline to facilitate growth and scaling of organizational functions
**What We're Looking For:**
* Bachelor's degree or equivalent years of experience
* 8+ years of relevant experience
* 5+ years of people management and leadership experience
* Experience leading organizations of 50 employees or more
* Experience with outsourcing and vendor management
* Strong financial acumen and experience managing budgets
* Experience in Customer Facing Telecommunications, such as customer service, tech support, social media, messaging
* Proven track record of engagement and influence with all levels of the organization, including senior VPs
* Process Improvement/Innovation/Project Management experience
* Flexibility to work nights and/or weekends and holidays per business needs
* Ability to work and collaborate cross-functionally to develop multiple, complex strategic initiatives and successfully transition them to operations/field for execution
* Strong logic, quantitative, and analytical skills; deductive reasoning and problem-solving skills
* Demonstrated ability to synthesize information from a variety of sources and translate into effective and actionable information
* Ability to lead within sphere of influence, motivate others, resolve roadblocks, and escalate effectively
**Even Better If You Have:**
* Operations background
* Experience with Google Office Suite
* Excellent communication and presentation skills, with the ability to convey complex information clearly and concisely
* Demonstrated organizational, interpersonal, and negotiation skills
* Experience collaborating across different functional areas
* The ability to thrive in a fast-paced, dynamic work environment
* Agile Certification
* Ability to travel internationally and domestically, per business needs (25%-50%)
**Where You'll Be Working:**
In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager. Scheduled Weekly Hours: 40
**Equal Employment Opportunity:**
We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At arenaflex, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.
**Benefits:**
Our benefits are designed to help you move forward in your career, and in areas of your life outside of arenaflex. From health and wellness benefits, short-term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance, and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.
**Compensation:**
If you are hired into a California, Colorado, Connecticut, Hawaii, Maryland, Nevada, New York, Rhode Island, Washington, or Washington, D.C. work location, the compensation range for this position is between $169,000.00 and $314,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive-based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.
**Apply Now:**
Ready to join the V Team Life and drive innovation and excellence at arenaflex? Apply now and take the first step towards a rewarding career with us!
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